FAQ


Here at Litto Howler, we strive to give our customers the best shopping experience possible. We believe that the best part about shopping small is that we get to connect with you. Real people are answering your emails, direct messages, and questions.

Adventure and Exploration Tested Promise

Here at Litto Howler, design, quality materials, and careful craftsmanship contribute to the final product that is intended to be durable and timeless. All of our products have been rigorously tested and precisely handcrafted to ensure stability and safety for not only you, but also your pups. We are dedicated to making the safest dog leash on the planet. We proudly guarantee against any defective materials and craftsmanship. If anything is wrong with your Litto Howler gear after 14 days of receiving it, we'll work to make it right. 

      If you believe that you have received a product with a defect, please e-mail us at support@littohowler.com with your ORDER NUMBER so that we may further assist you with your order. 

      HOW DO I WASH/CARE FOR MY LEASHES/COLLARS

      Here are some simple instructions on how you can wash/care for your leashes and collars.

      1. Run some warm water and wet the leashes/collars.
      2. Add detergent and use the rough side of the sponge to scrub the rope and get rid of any stubborn marks.
      3. Use the soft side of the sponge to clean the metal parts of your leash and collars. DO NOT RUB ANY METAL WITH THE ROUGH SIDE OF YOUR SPONGE. 
      4. Make sure to turn the carabiners under running water to get all sand/dirt out of there.
      5. Rinse well and lay flat (away from sun) to dry.

      WHEN WILL MY ORDER SHIP?

      For all questions about shipping, please refer to our SHIPPING and HANDLING page for more information on the status of your order.

      HOW CAN I RETURN/EXCHANGE MY LEASH?

      For all questions about returns or exchanges, please refer to our RETURNS and EXCHANGE page for more information on how you can return or exchange your order.

      I DIDN'T RECEIVE AN ORDER CONFIRMATION OR SHIPPING CONFIRMATION.

      All orders when placed and fulfilled have an e-mail that is automatically sent to your e-mail address that you checked out with. Please check all your inboxes, including your spam mail. If you are still unable to locate it, please e-mail us at support@littohowler.com with your order number and email address. 

      I WANT TO CANCEL MY ORDER.

      We're sorry to hear that you want to cancel your order, but happy to help get that started for you. We can only cancel orders that have not been fulfilled or been made yet. Please e-mail us at support@littohowler.com so that we may further assist you with your order.  

      CAN I ADD SOMETHING ELSE AFTER I PLACED MY ORDER?

      Please e-mail us at support@littohowler.com so that we may further assist you. 

      CAN I CHANGE MY LEASH COLOR AFTER I PLACED MY ORDER?

      If your leash has not been made yet, we would be happy to change your leash color for you. Please e-mail us at support@littohowler so that we may further assist you with your order.

      I HAVE MULTIPLE ORDERS THAT I WOULD LOVE TO GET SHIPPED TOGETHER, HOW DO I DO THAT? 

      We would be happy to ship all your items together for your convenience, however, we do not accommodate this during the release of a new collection due to the high volume of orders. Please e-mail us at support@littohowler.com so that we may further assist you with your order.

      HOW DO I MAKE A CUSTOM ORDER?

      We would be happy to customize an order for you. Please e-mail us at support@littohowler.com so that we may further assist you with your order and quote you with a price. All custom orders are not eligible for returns or exchanges, and a discount code may not be used for the purchase.

      MY DOG CHEWED ON MY LEASH, CAN I EXCHANGE IT FOR A NEW ONE?

      Unfortunately, we are unable to exchange your leash for a new one.

      If you wish to repair your leash, please e-mail us at support@littohowler.com so that we can guide you through our repair procedure. Shipping costs for repairs are the responsibility of the customer. We recommend selecting a trackable shipping method and insuring the package.

      WHEN WILL THE SOLD OUT ITEMS BE BACK IN STOCK?

      We are currently working on getting our sold out items back in stock. We do not have an exact date on when these items will be back. We will be announcing any restocks and new items on our Instagram, so be sure to turn on our Instagram notifications to be one of the first to know. 

      MY PACKAGE WAS LOST, CAN I GET A REFUND? 

      Unfortunately, our shipping and handling policy states that once a package is handed over to USPS, UPS, or DHL, the customer will assume all responsibility of the package. A refund will not be issued. 

      For the safety of your package, please consider insuring your package with Route Package Protection. You can insure your package by selecting Route Package Protection at check out. By deselecting Route Package Protection, Litto Howler is not liable for lost, damaged, or stolen packages. No refund will be issued if your package is lost, damaged, or stolen.

      COVID RESPONSE


      CAN I STILL PURCHASE FROM YOUR WEBSITE?

      Yes!  We’re currently still able to accept orders and ship internationally. We’d recommend shipping your orders to addresses that you know you’ll be able to access, such as your home, as opposed to a business addresses that may have restricted access.  

      ARE YOU SHIPPING AS NORMAL?

      We are currently shipping as normal, but minor delays are happening both domestically and internationally. We are currently doing our best to get your shipments to you on time and are working as quickly as we can to create and dispatch your order, without compromising the safety of our team.

      We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.

      FOR ALL OTHER INQUIRIES
      PLEASE SUBMIT IT TO OUR CONTACT FORM